Customer Operations Lead – Onboarding & Activation
New
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Wing AssistantCustomer operations
Listing location: United Kingdom; Workplace type: Remote, Working day will generally run from the evening into the night, Hong Kong time.Full-TimeLead
Salary7,000 - 9,500 USD per month
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Job Details
- Languages
- Fluent English, written and spoken.
- Experience
- 3–7 years of experience, including at least 2 years in management or strategy consulting (MBB, Tier 2, Big 4 strategy or a strong boutique), or an equivalent analytical role such as strategy, BizOps or PE portfolio operations.
- Required Skills
- SQLData Analysis
Requirements
- Have 3–7 years of experience, including at least 2 years in management or strategy consulting (MBB, Tier 2, Big 4 strategy, or a strong boutique), or an equivalent analytical role such as strategy, BizOps, or PE portfolio operations.
- Work directly with databases, spreadsheets, and BI tools.
- Use Claude or similar AI tools every day.
- Be comfortable connecting AI tools to data through MCPs and building workflows and dashboards.
- Have built working tools with AI coding assistants such as Claude Code, Cursor, Replit, or Lovable.
- Be fluent in written and spoken English.
- Be comfortable working with stakeholders across cultures, seniority levels, and functions.
- Be available to work evenings into nights Hong Kong time; this is a core requirement.
- Be available for occasional trips to the operations center in the Philippines.
- Treat this full-time role as your only professional commitment.
Responsibilities
- Own each new account's onboarding pipeline from signed deal to fully live.
- Define healthy activation, identify accounts going off track, and intervene early.
- Define, measure, and analyze retention and churn across customer and business segments.
- Analyze funnels, cohorts, survival curves, leading indicators, qualitative information, and raw data to identify root causes.
- Map cross-team handoffs, redesign processes, run experiments, and measure their impact.
- Build dashboards, alerts, and workflow tools using Claude and other AI coding tools.
- Write SQL, reconcile data sources, and build models.
- Drive change with sales, recruiting, customer success, finance, product, and the Philippines operations team.
- Report weekly on pipeline, activation, and retention health, including changes and planned actions.
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